Customer Service Supervisor

Customer Service Supervisor supervises a staff of customer service representatives that respond to requests from customers by phone or e-mail and manages the daily work load to ensure required service volume and quality levels are attained. Trains and coaches staff in standard policies, procedures, and best practices. Being a Customer Service Supervisor identifies opportunities for operational improvements and implements solutions. May monitor staff performance and have responsibility for hiring and performance appraisal. Additionally, Customer Service Supervisor typically requires a bachelor’s degree. Typically reports to a manager. The Customer Service Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge of functional area under supervision. To be a Customer Service Supervisor typically requires 3 years experience in the related area as an individual contributor.

Customer Service Supervisor Job Description Template

Our company is looking for a Customer Service Supervisor to join our team.


  • To take responsibility for opening and closing the store as necessary;
  • To share responsibility for the security of the premises in accordance with Company policy;
  • To ensure compliance with all of the rules and procedures of the store and the Company;
  • Providing excellent customer service;
  • To ensure compliance with all legal and statutory requirements, with particular reference to the Health and Safety regulations;
  • Offer support to both Customer Service Team and Management;
  • Take ownership of the customer issues;
  • Monitor all email in-boxes and call ques;
  • Any other tasks as dictated by the demands of the business;
  • Overseeing the customer service operation;
  • Dealing with customer queries via phone and email;
  • Deal with all incoming emails – answering within a timely and effective manner;
  • Dealing with customers via telephone, email and live chat;
  • Ensure all customer orders are processed quickly and efficiently through the Customer Service Team;
  • Aim to resolve all enquiries within a timely and professional manner.


  • Excellent listening skills and a thoughtful, considered approach to all customer calls;
  • PC Literate;
  • Excellent verbal and written communication skills with outstanding telephone manner;
  • Knowledge/experience of ecommerce;
  • Experience of dealing with and resolving difficult issues;
  • Great organisational skills;
  • Proficient user of Office 365 including MS Word, Excel and Outlook;
  • Experience in sub managing a team;
  • Minimum of 12 months in a customer service position, ideally within retail;
  • The ability to liaise and communicate with all levels of colleagues and customers;
  • Excellent written and spoken communication skills;
  • Previous customer service experience;
  • Experience supervising an office-based customer service team;
  • Ability to focus and maintain accurate attention to detail in a fast-paced environment;
  • Great leadership and people skills.